Archived listing. The details below describe a past opening.
We are looking for a Help Desk/Desktop Support Analyst to provide hands-on technical assistance for end users in New York, New York. This Long-term Contract position focuses on supporting Mac-based environments, resolving application issues, and delivering timely solutions that keep employees productive. The ideal candidate brings strong troubleshooting ability, experience working through service desk requests, and a customer-focused approach to desktop support.
Responsibilities:
- Deliver day-to-day technical support for users working primarily on Mac devices, addressing software and hardware issues efficiently.
- Investigate and resolve application-related problems, with an emphasis on restoring functionality and minimizing user disruption.
- Manage incoming service desk tickets, document resolutions clearly, and ensure requests are handled within expected response times.
- Provide support for Windows-based systems when needed, including assistance with Microsoft Windows 10 environments.
- Assist with account access and user support tasks involving Active Directory and related desktop tools.
- Troubleshoot a wide range of end-user technology concerns, escalating more complex issues when appropriate.
- Communicate clearly with employees to understand reported problems, explain solutions, and maintain a high level of service.
- Contribute to a stable support environment by tracking recurring issues and sharing practical recommendations for improvement.
- At least 5 years of experience in IT support, desktop support, or help desk environments is preferred.
- Strong background supporting Mac systems, with proven ability to diagnose and resolve application issues.
- Working knowledge of Microsoft Windows, including Windows 10 support in an end-user setting.
- Experience handling service desk tickets and maintaining accurate support documentation.
- Familiarity with Active Directory for basic user account and access support tasks.
- Solid troubleshooting skills with the ability to assess issues methodically and resolve them effectively.
- Strong communication and customer service skills, with the ability to support users in a thorough and attentive manner.